ComplaintsforDiscovery Point Retreat Inc

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been trying to get my teeth looked at for over 2 months at this facility. Ive been having to be put on antibiotics for at least a month. They are refusing to bring me and others to get something done about our teeth. They keep making excuses and its putting my health at risk. My teeth are so bad that the infection has it where my ear has so much pressure it feels like its going to pop. I understand they want to get paid from the insurance but we have to get our teeth done and there are only certain days they will help you at the stew pot. This company needs to be on top of peoples health. It shouldnt be just about a check.

  

  Business response

  04/26/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed by a client of ours with the initials of E.S. regarding their experience with our substance abuse treatment facility. We take all feedback seriously and appreciate the opportunity to address the concerns raised.
  
  We regret any inconvenience or discomfort experienced by the client in accessing dental care while at our facility. The health and well-being of our clients are paramount, and we are committed to providing timely and compassionate service to all.  
  
  Upon receiving the complaint, we promptly initiated an internal review to better understand the circumstances surrounding his challenges in obtaining dental care while in our treatment program. We empathize with E.S. and others facing similar difficulties in scheduling dental appointments, especially considering the limited availability of free dental clinics in the DFW area and the resulting delays in receiving care.
  
  Despite this hurdle, we made multiple attempts to support the client in obtaining a free dental appointment, understanding the urgency of their situation and the importance of addressing their dental needs promptly. It's important to clarify that we would have prioritized E.S urgent dental needs if any viable options were available.  However it is also important to understand the nature of our business as an addiction services provider - not a dental practitioner.
  
  Dental services are not included in the services offered by Discovery Point Retreat. We specialize in providing substance abuse treatment services and do not cover dental care as part of our offerings.
  
  As part of our commitment to continuous improvement, we are taking proactive steps to address the issues highlighted in E.S's complaint. This includes collaborating with dental providers and academic dental clinics to streamline access to free dental care to accommodate the needs of our clients more effectively.
  
  We want to assure the Better Business Bureau (BBB) and E.S. that we are dedicated to ensuring that all clients receive the care they require in a timely and efficient manner. We value the trust our clients place in us and remain committed to upholding the highest standards of service.
  
  We appreciate the BBB's role in facilitating communication between businesses and consumers and thank you for bringing this matter to our attention. Should you require any further information or assistance, please do not hesitate to contact us directly.
  
  Sincerely,
  
  *************************, COO, Discovery Point Retreat

  Customer response

  04/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 8/22/23 Paid $1000.00 The business committed to provide Alcohol Rehab treatment.Their advertisements, TV commercials, and website were full of false claims.The business is a scam and have refused to refund my $1000 deposit and the charges they are submitting to my insurance provider ********** Blue Shield. I failed to read reviews online, BBB, yelp about all the false claims they advertise and continue to practice everyday.I attached just one of the complaints I found on yelp but it totally summarizes the fraudalent claims the facility makes to vulnerable addicts.

  Customer response

  10/17/2023

  I just got a refund from Discovery Point of the $1000 I paid them, so my complaint has been resolved, thank you

  

  Business response

  11/02/2023

  This has been resolved. The client father received his refund for the deductible and out of pocket payment they made at the time of clients admission.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** facility claims of comprehensive treatment plan through assessment, holistic,cognitive and dialectic therapies. None of which were provided. Only untrained and unlicensed staff members. Discovery Point Claims that clinical staff monitor 24/7. Witnessed other patients providing medical duties to each other. Overall short staffing resulting in non-structured actions of dominating male patients ruling the house, i.e., watching violent, drug use movie Pulp Fiction when it should have been lights out for the evening. Discovery Point Claims exercise, nutrition and wellness, none of which was provided. Discovery Point Claims on site personal Chef who prepares 3 meals daily including baked goods.Non-existent, was served take out and fast food for every meal with little to no fruits and vegetables or bottled water on a daily basis, only soda and Gatorade.

  

  Business response

  05/25/2023

  In response to the complaint, we would like to address the concerns raised. Our facility is committed to offering a range of therapeutic modalities and a comprehensive treatment plan to all our clients. We take pride in our highly qualified staff, including nurse practitioners, a psychiatrist, RN, LVN, LPC, LPA-A, *****, and other dedicated individuals who are licensed and trained to provide effective treatment and support.
  
  Ensuring the safety and well-being of our clients is our top priority. We maintain an appropriate staff-to-client ratio to provide adequate supervision and care. Our staff members are well-trained and consistently uphold program guidelines to create a safe and supportive environment for everyone. We understand the importance of meeting client expectations, and we appreciate the feedback provided as an opportunity for growth and improvement. We are committed to continuously enhancing our program to better serve our clients, providing effective treatment, and delivering the support they need on their journey towards wellness and recovery.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place fraudulently poses as a rehab facility in which it is not. They charge a ridiculous amount of money to have in house residents insurance charged for 5k a day. This place is like a pill barn meaning they dope the residents up and put them in group counseling with individuals who are not up to the academic level of accessing and treating the patients. None of the staff is up to the professional academic stature to be over the patients and their inability to be non bias with guest is a problem. They are not up front with cost nor do they provide documentation of intake and daily routines for the patients. I requested and called their billing office from 16 December 2021 to gain documentation of my child's coverage and daily breakdown of charges. They only provided me a month later with a letterhead note stating my child was there. It is illegal to use insurance to pay for services and not provide the paperwork at intake to the responsible parties,especially since this is a place where guest can stay /live there during rehab treatments in Ennis and Waxahachie. I needed documentation for my job and I still did not receive the paperwork I needed but am forced to try to make the letter work in which I feel that in a course of a month the initial conversation I had with the billing rep should have informed me they did not have documentation. I have been lied to by staff about receiving paperwork a woman informed me in December that I would gain the documents in 24 hours I emailed this company 5 times to only receive a letter head with a note stating my child is there, zero itemized breakdown of what the insurance is paying for only a letter stating she is there. This is unprofessional and not how a medical / rehab facility that offers in house treatments provide documentation. They lie from insurance coverage to what to expect and to me they price gouge the cost based upon what insurance will pay and that is why they do not provide documentation, it's a scam.

  

  Business response

  02/24/2022

  Business Response /* (1000, 11, 2022/02/04) */ The bill charges submitted to the insurer is the standard list price used by Discovery Point Retreat to submit claims. Discovery Point Retreat staff consist of qualified licensed therapist at the facility, nurses 24/7 and Nurse practitioners, psychiatrist and medical doctors (daily and on call). The facility Director emailed the family what to expect and an overview of the stay, services offered, outings, as well as program rules and telephone times. On 12/16/2021 the billing department responded to the clients request for her explanation of benefits via the patient portal. Admissions department prior to admitting the client and family are explained the policy benefits to include any copay, deductible and or coinsurance and the remaining amount to be met. I have included in this response the most up to date itemized bill of the claims we billed. It includes details Billed charges, allowed amount, insurance payment and patient balance. Consumer Response /* (3000, 13, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the information from the director or your facility until 4 weeks after admission in which I left numerous emails and voicemails to gain. Nothing you have stated is factual is a after the fact incident I have supporting emails that Emily has placed in writing that an itemized breakdown is not provided due to you not being able to provide that. Please advise why your response differs from the emails that I received at my ************@yahoo.com to the fraudulent response I received today that you have stated those items were provided in a timely manner from the director. I can forward all correspondence to whatever email you have that also will prove no one responded to my multiple request for said documentation. Business Response /* (4000, 15, 2022/02/07) */ Good evening Ms. *****, I apologize I was referring to the date that the billing department communicated the verification of benefit via the patient portal that was texted on the day of admission. The verification of benefits documents include an estimated cost of your responsibility which included the out of network deductible as well as the remaining coinsurance/deductible. The final itemized bill that I sent on Friday is the final dollar amount due from the patient which is less then remaining out of pocket quoted prior to admission. Emily the facility director responded to your other request via email sent to ************@yahoo.com when she returned from leave on 1/10/22. When the Facility Director referred to the breakdown, she meant that she did not have an exact number of days because treatment and levels of care vary for everyone. If you would like to reach out and discuss this further you can call me ************ or email me at *******@discoverypointretreat.com. Consumer Response /* (4200, 17, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This still does not provide a why to my initial breakdown of treatment plans when I asked on 12/16/21 . Your facility ignored my calls and my emails and when Emily provided the breakdown of cost it was not applicable to the inquiry in which I requested via my child, 4 weeks had past and you were unable to provide prof of what the treatment regimen was all of this is a negligent response to my questions regarding charges concern treatment, profess and hat next. You facility provided a rubber stamped response that still does not outline what your treatment path for my child was to accurately and positively prove the why with said charges when no one could tell me what her overall treatment plan was. How is your facility claiming to be a rehab/ medical facility and not be able to provide a plan for the responsible parties and provide the Drs or untested information to show a treatment along with zero medical records for your treatments this further indicates the why with my inquiries and treatment plan in which that is not clear after discharge and this is a discouraging practice that disallows full insight on what your facility and drs are providing to patients to know what to expect and what is being billed. Not having a justifiable billing metric does not provide the patients or responsible parties with the expectations and how do I know you are just making up charges as out go and then state it is your responsibility without a treatment plan and the price point of those treatments? It's not a practice that medical facilities have a problem with being transparent but your facility that takes medical insurance does not please advise why this is not adhered to with your facility?

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